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Cannot back up or restore:Failed to open (initialize) the computer

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I can no longer back up or restore anything with True Image. I get the message "Failed to open (initialize) the computer"

Event codes given: 0x000101F4+0x00100005+0x00000009+0x00000002+0x0000FFF0+0x80070002

Putting this error code in the knowledge base gives article #32393: Acronis True Image Home 2012: "Failed to open (initialize) the computer"

This article is for 2012 version and my problem is with the 2014 version. Will the fix work?

A search of my system shows some back up copies of snapapi.dll, however it appears the only files used are snapapiint.dll and snapapiint64.dll. These files are version 4.5.0.2250 dated Feb 13, 2014.

this problem only occurred after I installed Disk Director 12 which had to replace several "newer" files that were used for True Image. I don't know if this was one of them. Anyhow I need to correct this ASAP as I have some file I need to restore and I have important back ups scheduled every day.

System is Windows 7 Professional SP1 64 bit
True Image 2014 build 6673. Updater says it's the latest version.

Thanks.

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The snapapiint.dll and snapapiint64.dll files in use are version 4.5.0.2250 dated Feb 13, 2014

Bill,

I would not attempt to apply the fix mentioned in the KB article. What I would try is to perform a repair install of True Image 2014. To do that simply run the True Image 2014 install file again which will present a menu and choose Repair Install from the list. This action should correct any corrupted files within the True Image application and I would think should bring your installation back to life.

OK, I didn't know that was an option! Thanks, I'll try that!

And it totally failed. Now when I try to open True Image it says it's not installed!! WTF is that about? Some great repair tool!

So, I tried to run the repair again and it asks for a serial number, which was NOT included in the file I got from my account that was supposed to have all the serials of my registered products. True Image 2014 is shown as registered but I had to click on it and then get all serials, and it gives me the serial I need, but only that one and not "All". What a mess! Anyway I'm going to download a fresh copy of True Image and see if that helps any.

I assume though that I'll end up having to un-install both products and re-install from scratch. True Image that is, as Disk Director seems to be a big fail as well. Almost every thing I tried to do with it produced an error. I'm thinking I'll ask for a refund on that. I suppose I'll have to re-set up all my back up jobs if I un-install?

Bill,

You obviously have corrupted installs of both products now, one caused by the other. Uninstalling and reinstall is probably your only recourse now and yes you will have to re setup your backup jobs. I have reported your case for you.

Yeah, I went ahead and did that. I had to to get my backups done. Is there any way to back up the back up settings so I won't have to do that again? If not, I'll definitely return Disk Director. I don't want to have to re-do everything again!

Thanks!

Hello Everyone!

Bob, thank you very much for helping!

Bill, I see in our database that you have an open support case where you mentioned that previously you had had Acronis Disk Director Suite 10.0 installed on your Windows 7 machine and that Acronis Disk Director 12 was installed over this version.

This in itself might cause multiple problems because Acronis Disk Director Suite 10.0 doesn't support Windows 7.

I expect that clean installation solves the issue with Acronis True Image 2014.

As for serial numbers list under user account, we have actually download options:

1) for all serial numbers under account

2) for serial numbers of a specific product

I've just checked under your account if the first option gives all serial numbers under your account and it worked fine for me. If you still don't have Acronis True Image serial number in this list please let me know. I'll check it with our web development.

Thank you.

Anhang Größe
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Thanks Anna! Yes, a clean install of True Image after also un-installing Disk Director did the trick, and it's all good now! I will check the serial number link, but that's cool as in any case it's available there somewhere. :)

As far as Disk Director goes, I'm sure I shouldn't have done it the way I did, and it may work fine now after starting over, but I don't need it that bad and I don't want to take any chance on messing up True Image again (which I do need), so I have solved that issue by deleting it altogether and getting a refund.